Roku Select Series and Plus Series Live TV Pause Bug
In January, I purchased a new 55" Roku Select Series TV from Walmart. After using the TV for over a month, I noticed that the Live TV Pause feature for Antenna TV had a bug. With a USB stick installed and configured to support this function, the video would glitch, the audio would stutter and go out of sync, and/or I would loose the contents of my pause buffer. This happened at random intervals roughly between 5 minutes and 40 minutes. After reading numerous posts on the Roku Community site, I discovered that this issue had been reported for over a year by other owners of Roku Select and Plus Series TVs. I also found that Roku Technical Support was basically giving them the run-around, saying they were fixing the problem, but never resolving it.
I contacted Roku Support myself about four months ago, and since then, they have been giving me the run-around. After about six interactions over the course of a month, they replaced my TV, but that did not fix the problem. Then they informed me that the problem had been escalated by the back end team, but failed to follow up with any more information over the course of six weeks.
This past week I had two more phone calls where I requested a refund. Roku Technical Support informed me they are still working on the issue. They assured me it is a software problem and not a hardware issue, so a replacement TV won't fix it (although they already tried that a couple of months ago). They said the problem had been escalated (it was already escalated six weeks ago). Finally, they said that the issue would be fixed by a Software Update to my particular TV (even though the problem seems to affect a large number of Roku Select Series and Roku Plus Series TVs). Although I requested it, they refused to provide any further technical information about the problem or any timeline on how soon it will be fixed. I guess I'll call back in July and request a refund again.
The final issue that I would like to mention is the way the moderators on the Roku Community site manipulated the various posts related to this problem. They combined numerous topics into a single topic. They also combined posts about a different Live TV Pause Bug that affects third-party TVs (e.g., Sharp and TCL) into the same topic. When the other bug was successfully fixed, they marked the entire topic as "solved." However, the Live TV Pause Bug that affects Roku Select Series and Roku Plus Series TVs has not been corrected. Although you can still post to this topic, it is such a jumbled mess (especially with the new hierarchical format), that it is virtually unreadable.
